Luno Support and Queries Thread

Hi guys,

I'm going on leave as of today for a few days, I'll be back in the office and will monitor the thread from 2 Jan.
I know everyone is waiting for responses on their tickets and account verifications, we're working through the backlogs as quickly as possible and scaling the team like crazy at the moment.

Please read through https://www.luno.com/help/ if you have any questions, there's a lot of good info there. If you're still stuck you can submit a ticket via https://www.luno.com/help/en/tickets/new

I'd like to leave some tips here before I head out:

Always use the correct ref# when making a deposit
Remember that deposits can sometimes take a few days to clear, check your banks cut-off times

Exceeding your account level limit will result in an automated escalation

Take a read through https://www.luno.com/blog/en/post/runaway-markets

Bitcoin is currently hugely expensive to send with a big backlog of transactions, this is something that's out of our control

I hope everyone has a great and safe festive season. See you in 2018 :)
 
Thanks

See can't pm anymore

Have uploaded correct new docs now
 
Lunomoney said:
I've escalated both cases to our Finance team, you used the wrong ref# so the payment didn't clear automatically.
Click to expand...
:facepalm: Yes I wrote the reference down. The 2 became a Z or the Z became a 2. It was so nice getting a message from one of your team rather than the bot.

Maybe it would help to let us know where we are in a queue, a daily update would work. We've been trained by our computers to stare happily at progress bars, Luno should tap into that mind conditioning. Enjoy the short break Lunomoney.
 
I've been unable to access Luno site. Cloudflare reports a HOST error. Anyone else experiencing this? Been like this since about 3am:mad:
 
Yep still down for me saying when I access the market:

Error 526 Ray ID: 3d216b36582315f8 • 2017-12-24 06:14:10 UTC
Invalid SSL certificate
 
Web and App working without a problem for me.

In other news, I think luno will soon take over as greatest earner per day compared to all other SA companies haha. I wonder what percentage of users use the 2-3% fee instant buy/sell since luno is atm nearly reaching $80million(R1008000000, yes a billion Rand) a day trading volume and even if we use the lowest 1% rate to average out the instantbuy/sell and exchange buy we are looking at R10080000 , yes over R10million a day earnings from trading volume.

That is some seriously good income, time to revised your fees down to international standards urgently. No reason for you other than greed to scalp south africans at a minimum of 1% fee for market takers where international standards peak at 0.25% for takers and in most cases max of 0.15% for makers.

With the BTC price bound to double in 2018 at these fees they are simply couping double+ earnings from every trade.

SA exchange market need a serious shakeup, all the SA exchanges are straight up ripping SA traders a new one with their fees.
 
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John Tempus said:
Web and App working without a problem for me.

In other news, I think luno will soon take over as greatest earner per day compared to all other SA companies haha. I wonder what percentage of users use the 2-3% fee instant buy/sell since luno is atm nearly reaching $80million(R1008000000, yes a billion Rand) a day trading volume and even if we use the lowest 1% rate to average out the instantbuy/sell and exchange buy we are looking at R10080000 , yes over R10million a day earnings from trading volume.

That is some seriously good income, time to revised your fees down to international standards urgently. No reason for you other than greed to scalp south africans at a minimum of 1% fee for market takers where international standards peak at 0.25% for takers and in most cases max of 0.15% for makers.

With the BTC price bound to double in 2018 at these fees they are simply couping double+ earnings from every trade.

SA exchange market need a serious shakeup, all the SA exchanges are straight up ripping SA traders a new one with their fees.
Click to expand...

Lunomoney said:
No immediate plans to review taker fees, maker orders are charged at 0%.
Click to expand...

:(
 
Temujin said:
:(
Click to expand...

Yep doubt they would, it is now making-it-rain season for luno.

We simply need one professional exchange to come right out of the gates who offer competitive fees and a much better trading platform. You will see how quickly the current 3 exchanges will drop their fees. For the most part our exchanges operate similar to the SA banks right now, completely uncompetitive.
 
John Tempus said:
Yep doubt they would, it is now making-it-rain season for luno.

We simply need one professional exchange to come right out of the gates who offer competitive fees and a much better trading platform. You will see how quickly the current 3 exchanges will drop their fees. For the most part our exchanges operate similar to the SA banks right now, completely uncompetitive.
Click to expand...
Who is the 3rd .

Luno altcoin
?
 
I transferred around 0.01 bitcoin from Luno to Binance and the full 0.01 landed up in my Binance wallet, no fees charged. Can anyone tell me what happened?
 
Ah come on Luno.....

Please, please please check what information you have on hand about a customer before sending replies.

3 weeks later on account level 3 upgrade status and I get this email....

"Thank you for submitting your identity documents.

It appears that there is already a verified account with the same identity document/details. As stated by our terms of use we only allow one verified account per person, please contact [email protected] should you need further assistance.

The documents can be securely uploaded at: https://www.luno.com/wallet/settings/identity
Regards,
Team Luno"

Sigh, so I guess I have to submit my proof of residence yet again.
 
SpyDIR said:
I transferred around 0.01 bitcoin from Luno to Binance and the full 0.01 landed up in my Binance wallet, no fees charged. Can anyone tell me what happened?
Click to expand...

it random as far as i can tell. happens when network traffic is low i think.
ive also had transactions where no fees were charged and they wen through in under an hour.
 
@Luno, ticket number 338595, been waiting quite a while for level 3 approval, am now at 80%, but need to do some bigger volumes, pls could you approve level 3 access urgently. Thank you...
 
@lunomoney Please assist. Ticket number 339369, been waiting some time now for level 3 approval. Much appreciated. DM'ed you as well.
 
kab123 said:
R8.50 to withdraw.

Free to deposit
Click to expand...

Thank you!

Does anyone know how reliable/accurate luno's btc = zar in app conversion tracker is?

Should I use a third party service to see how much my btc wallet is worth? There is a huge (~R400) difference between luno's propietary converter versus let's say a realtime btc exchange service like http://livebtcprice.com/bitcoin-rand.html for example
 
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